Review for Sunnova

09/19/2023
JM Cranbury, NJ

Unethical, liars, nasty employees, zero customer service

I entered into a finance agreement with Sunnova for solar panels that were to be installed by Suntuity. Installation began in early April 2023. We had several problems with installation which were addressed and handled directly with Suntuity. The system failed electrical inspections in May and July. After the 2nd failed inspection, while we were waiting to be contacted by Suntuity to schedule another technician to come out to fix the issue, I received an email from Sunnova stating that my first payment was due. I contacted Sunnova to explain that my system was not functioning yet and I believed the billing email to be a mistake, because we were told several times by our sales rep that we wouldn't receive a bill until 30 days after we were connected. I was informed by the rep that Sunnova's records showed that my solar system was interconnected on 7/5 and, per my contract which states that billing will begin 30 days after the earlier of 60 days after installation is completed or interconnection happens, 8/4 was 30 days after interconnection. I explained that my system was not interconnected yet, we hadn’t passed inspection yet, but I was told that their records showed interconnection took place on 7/5 so I would need to contact Suntuity, the installer, for more info. Suntuity reps confirmed that my system was not interconnected. After over a week of going back and forth between the two companies, and being told by several Sunnova employees that their records showed my system was interconnected on 7/5, I was able to get a Suntuity employee to contact Sunnova to confirm to them that my system was not interconnected. This Suntuity employee was told that a Sunnova employee by the name of Christian Wendelboe was the person who noted in Sunnova’s system that my solar system was interconnected on 7/5. The Suntuity employee and I both emailed Christian several times to request further info and clarification as to why he claimed my system was interconnected, neither of us receiving a response. A week after my initial email to him, I called Sunnova again to try to receive an update. On this call, I was told that their system did not, in fact, have an interconnection date for my account, despite being told the opposite from several other reps on previous calls, but that I was billed because my system was 60 days past installation being complete. I asked the rep what their system showed as the date installation was complete. She told me that she did not have that info (weird, huh?). After that phone call, I sent another email to the Sunnova “issue resolution department” for further clarification. I received a phone call in response to that email from a Selena in Sunnova’s issue resolution department. She first stated that I was billed because my system was 60 days past installation being complete. I asked her to please provide to me the date their records show that my system installation was complete. She asked if she could put me on hold while she tried to find that date in their system (weird, huh?). After a few minutes on hold, she came back on the line and stated that I was billed because my system was 30 days past interconnection, which according to their system, happened on 7/5. I explained to her that we had already established with Suntuity that that was incorrect and that my system remains unconnected as of today. I asked her again to please provide me with the date their records show that installation of my system was complete, and she flat out refused and threatened to hang up on me if I asked her again. Selena tried to suggest that I didn’t understand the language in my contract, and said that even though I am not technically connected that my panels are “producing” and that is the same thing as being “interconnected” and also that "interconnection" and "installation" are the same thing. She either doesn't understand those terms or she is just lying. Sunnova is well aware at this point that my system is not 30 days past interconnection, that it was not interconnected on 7/5, and that it is still not interconnected as of today, but they are refusing to acknowledge this and simply make the correction on my account in their system. They are purposely misrepresenting the status of my account so they can continue to bill me prematurely. I don't want to never pay them, I’m just requesting that they hold off on billing until the proper date, because I'm obviously receiving electric bills at this time and having to pay both them and the electric company every month, and they are refusing.